Flight Status
Manage Booking
Schedules
PNR Status
About Us >> Citizens Charter

Citizens Charter

A A A

JetKonnect, a wholly owned subsidiary of Jet Airways India Ltd, was acquired by Jet Airways in April 2007. Positioned as a Value based Airline, JetKonnect promises to offer value for money, economical fares, 'Buy on board' in-flight meals, in-flight shopping and much more.

Our Citizen's Charter provides important information to help our valued guest when they fly with us and describes our services along with our commitment to offer a seamless travel experience.


 
For easy reference, please find all our domestic fares offered for tickets sold in India.
 
 

  
Passenger Rights
If during your travel within, or to/from India , there is a flight cancellation or delay or denied boarding on a flight for which you hold a valid and confirmed reservation, you are entitled to certain rights in accordance with the Civil Aviation Requirements, Section 3 – Air Transport, Series ‘M”, Part IV, Issue 1, dated 6th August, 2010, effective 13th August, 2010, passed by the Director General of Civil Aviation. For your ready reference, we give below a summary of these rights. Full text of this CAR is available on http://dgca.nic.in/rules/car-ind.htm 

[I] Denied Boarding

Many a time, passengers who hold a confirmed & valid booking, do not or are unable to report (i.e. ‘No Show”) for travel before the time limit specified by the airline. In such cases, an airline is allowed to levy appropriate ‘No Show’ penalty under Rule 135 of the Aircraft Rules, 1937 and the same will be deducted from the fare paid by the guest

To reduce the possibility of flight departing with unoccupied or empty seats, the airlines overbook flights to a limited extent. In such overbooking cases, an airline may have more guests reporting for a particular flight than the seats available on such flight and as such, may need to deny the boarding to some of the guests.

In the above event, before denying the boarding, JetKonnect would endeavour to first ask volunteers to give up their seats so as to make such seats available for other booked guests to travel on the flight. In return, JetKonnect, at its own discretion, would offer to the volunteer such benefits / facilities which, it may wish to offer.

In case you are denied boarding involuntarily on a flight for which you hold a confirmed reservation, you are entitled to the following monetary compensation:

A] The monetary compensation indicated below shall be given only if the amount of ticket costs is higher than the compensation amount:

a) Rs 2,000/- or the value of the ticket whichever is less, for flights having a block time of up to and including one hour.

b) Rs 3000/- or the value of the ticket whichever is less, for flights having a block time of more than one hour and up to and including two hours.

c) Rs 4000/- or the value of the ticket whichever is less, for flights having a block time of more than two hours.

If the cost of the ticket is less than the amount of compensation indicated above, you will be entitled to an amount equivalent to the ticket cost in addition to refund of air ticket.

[Block time is the total time from the moment an aircraft first moves for the purpose of taking off until the moment it finally comes to rest at the end of the flight.]

B] The above compensatory amounts will be given to you in the form of a MCO (Miscellaneous Charges Order), which can be encashed at any of our ticketing counters/offices.

C] Additionally, you will be offered the choice between the following:

a) Refund of air ticket at the price it was purchased. OR

b) A flight to the first point of departure OR.

c) Alternate transportation under comparable/alternate mode of transport (whenever applicable), to the final destination OR.

d) Alternate transportation under comparable/alternate mode of transport (whenever applicable), to the final destination at a later date, at the passenger’s convenience, subject to availability of seats.


D] You shall be offered the above alternatives listed in paragraph [C] above. Once you have selected the option, you will not have the option to switch to another form of compensation.


E] JetKonnect reserves the right to deny boarding to any guest under the influence of alcohol or drugs; for health, safety or security reasons; or in the absence of adequate travel documents and no compensation as referred to above shall be payable in such cases.


[II] Cancellation of Flights


Cancellation means non-operation of a flight which was previously planned to be operated and on which, at least one place was reserved for a passenger.


A] In case of flight cancellations, whenever possible, JetKonnect will endeavor to inform you through a telephone call or SMS, as far in advance as possible of the scheduled time of departure, provided at the time of creating your booking, you had given the relevant contact information e.g., working telephone number (landline or mobile) at the time of booking.


B] Subject to the above, if you are not informed at least 3 (three) hours in advance about the cancellation of the flight, on which you were scheduled to travel, you are eligible for the following :


a) Compensation in accordance with paragraph [I] A & B above.


b) Refund of the ticket price in the event you do not wish to travel instead, on our alternate or subsequent flight or on another carrier’s flight or if so desired by you, an alternate travel opportunity at no additional cost.


c) If you have already reported for your original flight and are waiting for the alternate flight at the airport, meal and refreshments in relation to the waiting time.


C] However, please note that, no financial compensation shall be payable to you, if you have not provided adequate contact information at the time of making your booking or when you are issued a ticket for firm travel on the selected flight. In such a case, JetKonnect will either refund to you the ticket price or make reasonable endeavour to make alternate travel arrangements as per your choice. If you elect to travel to your destination on an alternate flight, JetKonnect shall provide you with meals and refreshments in relation to the waiting time at the airport.


D] Further, no such compensation shall be payable in the event:

a) You do not accept the alternate travel arrangement made by JetKonnect; Or

b) The cancellation occurs due to extraordinary circumstances beyond JetKonnect’s control (as described in paragraph nos. IV [A] & [B] below) when all reasonable measures have been taken by the airline.


[III] Flight Delays


A] If you have already checked in on time and your flight has been delayed beyond it’s originally announced schedule time of departure or a revised time of departure of :


a) 2 hours or more in case of flights having a block time of upto 2 1/2 hours; or


b) 3 hours or more in case of flights having a block time of more than 2 ½ hours and upto 5 hours; or


c) 4 hours or more in case of flights not falling under a) and b) as above.


Meals & Refreshments will be provided in relation to the waiting time at the airport.


B] When the reasonably expected time of departure is more than 24 hrs after the scheduled time of departure previously announced, JetKonnect shall provide you with Hotel Accommodation, when necessary (including transfers). JetKonnect shall have absolute discretion in selection of hotels under the given circumstances and no reimbursement shall be made in this regard.


C] However, JetKonnect shall not be obliged to provide you the facilities as mentioned in (A) and (B) above, if the delay is caused due to extra ordinary circumstances, as defined in paragraph nos. IV [A] & [B] below, which could not have been avoided even if all reasonable measures had been taken.


[IV] Exceptions


A] JetKonnect is not obliged to pay compensation in cases where the cancellations and delays have been caused by an event(s) of force majeure i.e., extraordinary circumstance(s) beyond JetKonnect’s control, the impact of which lead to the cancellation/delay of flight(s), and, which could not have been avoided even if all reasonable measures had been taken by JetKonnect. Such extraordinary circumstances may in particular, occur due to political instability, natural disaster, civil war, insurrection or riot, flood, explosion, government regulation or order affecting the aircraft, strikes and labour disputes causing cessation, slowdown or interruption of work or any other factors that are beyond our control.


B] Additionally, JetKonnect would also not be liable to pay any compensation in respect of cancellations and delays clearly attributable to Air Traffic Control (ATC), meteorological conditions, security risks, or any other causes that are beyond JetKonnect’s control but which affect JetKonnect’s ability to operate flights on schedule. Extraordinary circumstances should be deemed to exist where the impact of an air traffic management decision in relation to a particular aircraft or several aircraft on a particular day, gives rise to a long delay or delays, or an overnight delay, or the cancellation of one or more flights by that aircraft, and which would not be avoided even though all reasonable measures were taken to avoid or overcome the impact of the relevant factor and, thereby, the delays or cancellations are caused.


C] This CAR does not restrict JetKonnect’s rights to seek compensation from any person, including third parties, in accordance with the applicable law.


[V] Redressal

In the case of Denied Boarding, Cancellation or Flight Delay, if you have not been provided with the compensation and reasonable facilities as listed in this policy, you may directly intimate our following officials, who have been designated for redressal of the passenger grievances:


Nodal Officer : Ms. Manasi Bhatia
Tel: +91 22 6121 2300
Email ID: manasib@jetairways.com 

Appellate Authority : Ms. Deepika Poojary
Email ID: dpoojary@jetairways.com 

Making Reservations

Our Reservations System is hosted on Sabre, a leading International Reservations System, and we are marketed by major Global Distribution Systems within and outside India. You can make reservations by visiting or calling any of our offices and through multiple authorised travel agents throughout. For our domestic and international flights you can also book, pay and print your electronic ticket (eTicket) by making an online reservation through our website.

We offer 24-hour tele-reservation services. You can call us locally from Delhi, Mumbai, Chennai, Hyderabad, Kolkata and Bengaluru and if you are calling from any other city please prefix the nearest city code of any of the six cities example: If you are calling from Goa dial 022-3989 3333.

The Toll Free number for our call center, 1-800-22-3020, can be reached through MTNL and BSNL lines. Please note that the toll free number will be reachable only from MTNL, BSNL, Tata and Vodafone lines from all over India.

Please note the following: When you make a reservation for a flight, you will be given a time limit by which ticketing must be completed. If ticketing is not done, our system will automatically cancel the reservation. Instant ticketing is also required for tickets purchased under select concessional fares. Please make a note of your Passenger Name Reference (PNR) as you will need to refer to it in case you want to change your travel plans. Please provide a local contact number or your mobile number for each destination in your itinerary. This will help us contact you in the event of contingencies.

Our Network

JetKonnect, India's only value based airline, connects 50 destinations within India with over 430 flights a day.


Destinations within India:
  • Agartala
  • Ahmedabad
  • Aizawl
  • Amritsar
  • Aurangabad
  • Bagdogra
  • Bengaluru
  • Bhavnagar
  • Bhopal
  • Bhubaneswar
  • Chandigarh
  • Chennai
  • Coimbatore
  • Delhi
  • Dibrugarh
  • Diu
  • Goa
  • Gorakhpur
  • Guwahati
  • Hyderabad
  • Imphal
  • Indore
  • Jaipur
  • Jammu
  • Jodhpur
  • Jorhat
  • Kolkata
  • Kozhikode
  • Leh
  • Lucknow
  • Madurai
  • Mangalore
  • Mumbai
  • Nagpur
  • Patna
  • Porbandar
  • Port Blair
  • Pune
  • Raipur
  • Rajahmundry
  • Rajkot
  • Ranchi
  • Silchar
  • Srinagar
  • Tiruchirapally
  • Tirupati
  • Udaipur
  • Varanasi
  • Vijayawada
  • Vishakhapatnam
Our Fleet

JetKonnect operates a fleet of 13 Boeing 737 series aircraft.



Aircraft
Type
No of Aircraft Engine type Seat Config Aircraft length
(Meter)
Wing Span
(Meter)
Economy Première
B737-700 5 CFM56-7B 144 / 149 - 33.6 34.3
B737-800 6 CFM56-7B 162 8 39.5 34.3
B737-900ER 2 CFM 56-7 202 - 42.1 34.3
Check-in Options

You can now check in for your flight from 48 hours to 1 hours before the scheduled departure time. We have multiple check-in options for you to choose from.

Save time by checking in on jetkonnect.com or on your mobile phone using SMS service. Other check-in options are also easily available to you.

Please click here to know more about the check-in options most convenient to you.

Baggage Arrival

We do undertake to use our best efforts to carry the guest and his or her baggage with reasonable dispatch and to adhere to published schedules in effect on the date of travel.

There may be occasions that a guest's checked-in baggage cannot be carried on the flight he / she is travelling on. In such a case we will ensure that the baggage is carried to the guest's port of disembarkation with reasonable dispatch.

In case of domestic sector the baggage is delivered to the guest.

If a guest's baggage is damaged, the guest should immediately report the damage to our ground staff at arrival, before leaving the terminal building.

In the case of any damaged or missing baggage, a Property Irregularity Report (PIR) has to be filled, which will be done by our staff at arrival. Please note once a guest leaves the terminal building without registering a complaint of mishandled bag, JetKonnect will not be in a position to take any remedial measures.

Schedule / Delays / Re-routing of Flights

Please note that the timings shown in our timetables, our website or information available with travel agents are not guaranteed, and do not form a part of the Contract of Carriage. Schedules are subject to change without notice for reasons beyond our control and we assume no responsibility for making connections.

We make every effort to inform guests if there is a delay, re-routing, rescheduling or cancellation of a flight. We immediately inform all travel agents through our Global Distribution Systems (GDS). If we have your telephone or mobile phone numbers, we will endeavour to contact you by telephone directly or inform you via Short Message Service (SMS).

If you provide your mobile phone number at the time of reservation, you should receive instant flight alerts on your mobile phone in case of delays. This service is currently available for mobile numbers registered with telecom operators in India. Applicable terms and conditions for this facility can be obtained from any of our offices and ticket counters.

If a flight is cancelled, we will make every effort to transport guests on the next available flight or on a flight of another carrier or provide them with alternative means of transport.

The airline will comply with applicable rules and regulations of countries where we operate to/from.

Cargo

All JetKonnect flights have provision to carry cargo.

JetKonnect cargo is handled on ground by Jet Airways. The professionalism and world class reliability of service associated with Jet Airways is extended to JetKonnect cargo.

The cargo product ranges from carriage of various perishables, household pets, life saving drugs, valuables and general goods.

The JetKonnect - Jet Airways coordinated cargo product ensures the delivery of services with the utmost care to deliver customer delight.

For more information contact your cargo agent or contact us at cargo@jetairways.com.

Receipt and Acknowledgement of Complaints

If we do fall short of your expectations with regard to any aspect of our service and if you wish to send us a complaint, you may route the same through any of the following channels:

  • Emails addressed to info@jetkonnect.com
  • Letters addressed to our head-office:
    Guest Relations,
    Jet Lite (India) Ltd.
    Siroya Centre, Sahar Airport Road, Andheri (East),
    Mumbai, Maharashtra 400099
    Phone: +91 22 6121 2300
    Fax: +91 22 6121 2310
  • Any of our Offices in India and regional offices overseas or the travel agency from where you have purchased the ticket.

Optional Charges

Effective May 15, 2012, guests travelling on Jet Airways and JetKonnect flights will be charged INR 50/- for requesting a reprint of their eTicket itinerary at the airport or city offices.

This charge will be applicable to all guests (except JetPrevilege Platinum members and Première guests) only for reprint / duplicate copy of the existing booking.
Any additional changes to the booking will be charged as per the fare rules applicable.


The Airports Economic Regulatory Authority (AERA) has approved to levy a User Development Fee from each guest departing from and arriving into Indira Gandhi International Airport (IGI) in Delhi for sales effective May 3, 2012 and travel to / from IGI Airport on or after May 15, 2012.

The fee for International flight is as follows -

Short haul (Up to 2000 kms) Medium haul (Above 2000 kms up to 5000 kms) Long haul (Above 5000 kms)
For tickets issued in INR
Departing Passenger INR 600.00 INR 950.00 INR 1,200.00
Arriving Passenger INR 490.00 INR 786.00 INR 990.00
For tickets issued in foreign currency (other than INR)
Departing Passenger USD 11.84 USD 18.75 USD 23.69
Arriving Passenger USD 9.67 USD 15.53 USD 19.54


The fee for Domestic flight is as follows -
Short haul (Up to 500 kms) Long haul (Above 500 kms)
For tickets issued in INR
Departing Passenger INR 260.00 INR 520.00
Arriving Passenger INR 220.00 INR 440.00
For tickets issued in foreign currency (other than INR)
Departing Passenger USD 5.13 USD 10.27
Arriving Passenger USD 4.34 USD 8.69

Exemptions:
Transit / Transfer Passengers: A passenger is treated in transit/transfer only if the onward journey is within 24 hours from the time of arrival into Delhi and the onward travel is part of same ticket. In case 2 separate tickets are issued (one for arrival and one for departure), the passenger would not be treated as a transfer passenger.

Development Fee at Mumbai and Delhi Airport

Development Fee of INR 113 for Domestic departure and INR 675 for International departure will be levied from each passenger departing from Chhatrapati Shivaji International Airport in Mumbai and Indira Gandhi International Airport (IGI) airport in Delhi. .

The Development Fee is exempted for :

  • Infants (Children under the age of 2)
  • Holders of Diplomatic Passport
  • Airline crew on duty including sky marshals and crew on board (Does not include Dead Head Crew or ground personnel)
  • Persons traveling on official duty on aircraft operated by Indian Armed Forces
  • Transit / Transfer passengers (up to 24 hours). A passenger is treated in transit only if onward travel journey is within 24 hours from arrival into Mumbai and is part of the same ticket. In cases where separate tickets are issued, guest would not be treated as a transit passenger.
  • Involuntary rerouting due to technical problems or weather conditions
  • Persons travelling on official duty for UN Peace Keeping Missions.

The Airports Economic Regulatory Authority (AERA) has approved to levy a User Development Fee with immediate effect from each guest departing from and arriving into Chatrapati Shivaji International Airport (CSIA) in Mumbai for travel effective February 1, 2013, to / from CSI Airport.

The fee for International flight is as follows -

Travel between 1 February 2013 and March 31,2013 Travel between 1 April 2013 and March 31,2014
For tickets issued in INR
INR 778.00 INR 616.00
For tickets issued in foreign currency (other than INR)
USD 14.39 USD 11.42


The fee for Domestic flight is as follows -
Travel between 1 February 2013 and March 31,2013 Travel between 1 April 2013 and March 31,2014
For tickets issued in INR
INR 389.00 INR 308.00
For tickets issued in foreign currency (other than INR)
USD 7.19 USD 5.71


Exemptions:

Transit / Transfer Passengers: A passenger is treated in transit/transfer only if the onward journey is within 24 hours from the time of arrival into Mumbai and the onward travel is part of same ticket. In case 2 separate tickets are issued (one for arrival and one for departure), the passenger would not be treated as a transfer passenger.


User Development Fee at Netaji Subhash Chandra Bose International Airport - Kolkata

The Airports Economic Regulatory Authority (AERA) has approved to levy a User Development Fee from each guest departing from Netaji Subhash Chandra Bose International Airport in Kolkata for travel effective March 1, 2013.

International   Domestic
Travel Period Rate Per Passenger
Mar 1, 2013 - Mar 31, 2014 INR 1124
Apr 1, 2014 - Mar 31, 2015 INR 1192
Apr 1, 2015 - Mar 31, 16 INR 1263
 
Travel Period Rate Per Passenger
Mar 1, 2013 - Mar 31, 2014 INR 450
Apr 1, 2014 - Mar 31, 2015 INR 477
Apr 1, 2015 - Mar 31, 16 INR 505

The User Development Fee is exempted for :
  • Infants (Children under the age of 2)
  • Holders of Diplomatic Passport
  • Airline crew on duty including sky marshals and crew on board for the particular flight
  • Persons traveling on official duty on aircraft operated by Indian Armed Forces
  • Persons travelling on official duty for UN Peace Keeping Missions
  • Transit / Transfer passengers (up to 24 hours). A passenger is treated in transit only if onward travel journey is within 24 hours from arrival into Mumbai and is part of the same ticket. In cases where separate tickets are issued, guest would not be treated as a transit passenger
  • Involuntary rerouting due to technical problems or weather conditions


User Development Fee at User Development Fee at Chennai International Airport – Chennai

The Airports Economic Regulatory Authority (AERA) has approved to levy a User Development Fee from each guest departing from Chennai International Airport for domestic travel within India effective May 1, 2013.

Travel Period Rate Per Passenger
May 1, 2013 - Mar 31, 2016 INR 187

The User Development Fee is exempted for :
  • Infants (Children under the age of 2)
  • Holders of Diplomatic Passport
  • Airline crew on duty including sky marshals and crew on board for the particular flight
  • Persons traveling on official duty on aircraft operated by Indian Armed Forces
  • Persons travelling on official duty for UN Peace Keeping Missions
  • Transit / Transfer passengers (up to 24 hours). A passenger is treated in transit only if onward travel journey is within 24 hours from arrival into Mumbai and is part of the same ticket. In cases where separate tickets are issued, guest would not be treated as a transit passenger
  • Involuntary rerouting due to technical problems or weather conditions


Oxygen Cylinders
With effect from December 26, 2011, Jet Airways and JetKonnect will charge a nominal amount for the Oxygen bottles provided on board.

Flights INR USD
Short Haul Flights (Domestic India/SAARC/Gulf) 3000 60
Long Haul Flights 10000 200

For more information, please click here

Ticketing Transaction Fee

A transaction fee of USD 25 at US ticketing offices and CAD 25 at Canada ticketing offices will be charged per ticket (irrespective of Point of sale), per guest, per transaction.

Travel Certificate
Effective February 24, 2012, a nominal fee of INR 200 will be charged per ticket, per passenger towards each Travel Certificate requested for any Jet Airways or JetKonnect flight.

Unaccompanied Minor Service Charge
Please be advised that the service charge levied for carriage of Unaccompanied Minors and Young Passengers on Jet Airways and JetKonnect has been revised for bookings effective August 21, 2012. Please find below the details

Flights Charge
Domestic India INR 1500 / USD 30
Short Haul Flights (India to SAARC/Gulf & vice versa and Kolkata - Bangkok - Kolkata) INR 3000 / USD 60
Long Haul Flights INR 5000 / USD 100

This is applicable per direction i.e. Origin to Destination. Stopover point will be considered as destination. (Stopover: Departure from intermediate point is later than 24 hours after arrival at that point)
In case of multiple stopovers in a journey, the charge will re-apply from every intermediate stopover point to the next stopover point in the journey.
This is applicable only on 9W / S2 operated flights. For interline and codeshare travel, the Operating Carriers’ rules will apply.
A paid escort service (i.e. a dedicated staff member who travels on the flight with the child) cannot be provided.


Note: When two or more unaccompanied children from the same family are travelling together on the same flight, a single charge for up to two children will be levied.

Weapons and Ammunitions 

Jet Airways and JetKonnect will charge INR 5000/- per fire arm, air gun and / or ammunition (up to 50 rounds) per guest for additional services provided during handling and carriage of fire arm, air gun or ammunition in their registered baggage on domestic sectors.

On International sectors guest will be charged US $100 for the additional service provided during handling and carriage of fire arm, air gun or ammunition in their registered baggage.

For more information, please click here


Convenience Fee
Effective June 25, 2012, guests will be charged a convenience fee for booking their travel on jetairways.com and jetkonnect.com.
This non refundable fee is applicable to each guest mentioned on the eTicket.

Country Domestic Travel International Travel
Business Economy First Class Business Economy
Australia AUD 8 AUD 8 AUD 30 AUD 30 AUD 30
Bahrain BHD 4 BHD 3 BHD 5 BHD 5 BHD 4
Switzerland CHF 6 CHF 6 CHF 22 CHF 22 CHF 22
Europe except Switzerland EUR 4.5 EUR 4.5 EUR 7.5 EUR 7.5 EUR 7.5
Belgium / Spain / Netherlands EUR 4.5 EUR 4.5 EUR 7.5 EUR 7.5 EUR 7.5
Germany EUR 4.5 EUR 4.5 EUR 18 EUR 18 EUR 18
United Kingdom GBP 4.5* GBP 4.5 GBP 4.5* GBP 4.5* GBP 4.5
United Arab Emirates AED 40 AED 20 AED 40 AED 40 AED 20
Kuwait KWD 3 KWD 2 KWD 3 KWD 3 KWD 2
Sri Lanka LKR 250 LKR 250 LKR 500 LKR 500 LKR 500
Malaysia MYR 12
Nepal NPR 150 NPR 150 NPR 300 NPR 300 NPR 300
Oman OMR 4 OMR 2 OMR 4 OMR 4 OMR 2
Qatar QAR 20 QAR 15 QAR 20 QAR 20 QAR 15
Saudi Arabia SAR 50 SAR 45 SAR 60 SAR 60 SAR 50
Singapore SGD 10 SGD 10 SGD 15 SGD 15 SGD 15
Bangladesh BDT 150 BDT 150 BDT 300 BDT 300 BDT 300
New Zealand NZD 8 NZD 8 NZD 35 NZD 35 NZD 35
Philippines PHP 100 PHP 100 PHP 200 PHP 200 PHP 200
South Africa ZAR 50 ZAR 50 ZAR 80 ZAR 80 ZAR 80
Mauritius MUR 160 MUR 160 MUR 310 MUR 310 MUR 310
Kenya KES 420 KES 420 KES 840 KES 840 KES 840
China CNY 15 CNY 15 CNY 25 CNY 25 CNY 25
Vietnam USD 3
Indonesia USD 7 USD 5 USD 7 USD 7 USD 7
*For Business (P / D) and First (R) class.

Information regarding JetKonnect

Details about our services, flights, fares, policies and other information are available on our website.

Timetable booklets, which give details of our flights and fares are published regularly and available free of cost at all our offices, on our website, ticketing counters and with authorised travel agents.

The website and these booklets will give contact details of all our offices.

You will also find interesting information regarding our airline in JetWings, our in-flight magazine.

Please note that the above details are based on the latest information available as of March 26, 2012 and are subject to change.


© Jet Lite (India) Ltd.